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RP RISK PILOT

Support

Getting the expert advisor installed, activating your licence, and what to check when something is not behaving as you expect.

Getting in touch

Customer portal

If you already have a licence, start here. Your activation key, your seats and which accounts are using them are all in one place, and most licence questions are answered there directly.

Sign in to the portal

Documentation

Installation, activation and a reference for each control order. Several sections are still being written, and those say so on the page rather than showing provisional instructions.

Read the documentation

Direct support

A direct support channel is being set up and will be published here. Until it is, licence holders should raise anything they cannot resolve through the customer portal.

Not published yet

Where to start

Installation support

Placing the expert advisor files in your MetaTrader 5 folder, compiling in MetaEditor, and the two terminal settings that must be switched on first — Algo Trading, and the licensing endpoint in the WebRequest allowlist.

Installation guide → Requirements and current version →

License activation support

Entering your activation key, how a seat binds to an MT5 account on first use, and how to move that seat to a different account later from the portal.

Activation guide → Your licence and seats →

Troubleshooting

The expert advisor writes what it is doing to the Experts tab, including why it has stopped managing trades. That log is the fastest way to identify a problem — the common cases are listed below.

Troubleshooting guide → Common issues →

Common issues

Each of these is something the expert advisor reports in the Experts tab, with what it means and what to do about it.

  • The log says WebRequest is not allowed for this URL

    What it means
    The licensing endpoint has not been added to the terminal's allowlist. MetaTrader blocks outbound requests by default.
    What to do
    In MetaTrader: Tools → Options → Expert Advisors, tick “Allow WebRequest for listed URL” and add the licensing endpoint shown in the expert advisor inputs.

  • Authentication fails, and the log mentions the clock

    What it means
    Requests are timestamped and rejected outside a five-minute window, so a system clock that has drifted looks like a bad signature.
    What to do
    Synchronise the clock on the machine running MetaTrader, then reattach the expert advisor. On a VPS, check the host clock rather than only the terminal.

  • The key is reported as bound to a different MT5 account

    What it means
    That seat is held by another account. Binding is what enforces the licence, so a key does not follow you to a new account on its own.
    What to do
    Release the seat in the customer portal and activate the new account, or contact support if the seat cannot be released.

  • All seats on the key are reported as in use

    What it means
    Every seat on the licence is bound to an account, so there is none free for this one.
    What to do
    Free a seat you no longer need in the portal, or ask about a licence with more seats.

  • The log says no activation key is set

    What it means
    The key field in the expert advisor inputs is empty.
    What to do
    Copy your key from the customer portal into the activation key input and reattach the expert advisor.

  • The chart shows the licence as expired or disabled

    What it means
    The server has refused the licence. Management stops, but open positions are left exactly as they are.
    What to do
    Check the licence status in the portal. Once it is valid again, management resumes on the next heartbeat.

Frequently asked questions

Can I use one licence on more than one MT5 account?

Yes. A licence carries a number of seats, and each MT5 account that activates the key takes one. An account that already holds a seat re-validates without consuming another. Your seat count and which accounts are using them are shown in the customer portal.

What happens if my licence expires or is disabled?

The expert advisor stops managing trades and shows the reason on the chart. It does not close or modify the positions you already hold — it simply stops adjusting them, so you keep full manual control. Once the licence is valid again, management resumes on the next heartbeat without a restart.

What happens if my internet connection or VPS drops?

If the licensing server cannot be reached, the expert advisor keeps managing for a grace period measured from its last successful contact — 24 hours by default — and then pauses until it can validate again. It keeps retrying throughout and resumes on its own once the connection returns.

How do I move my licence to a different MT5 account?

Release the seat in the customer portal, then activate the key on the new account. Two rules apply: the seat cannot be released while its expert advisor is still running, so stop it first; and self-service releases are limited to a small number in a rolling window (two per 30 days by default). If you have reached that limit, support can release it for you.

Why will the portal not let me release a seat?

There are two reasons. Either the seat is currently online — the portal will not release a seat that is still checking in, so remove the expert advisor from the chart and try again once it has gone quiet — or you have used your self-service releases for the current window.

My activation key contains no letter O and no digit 0. Is it correct?

Yes. Keys are generated from a reduced alphabet that leaves out characters which are easily confused when read or typed, so O, 0, I, L and 1 never appear. If you are unsure, copy the key directly from the portal rather than typing it.

Does it work with my broker, and with the symbol names they use?

The expert advisor reads symbol names from your own terminal, so it works with whatever your broker calls an instrument. Matching the same instrument across different broker naming conventions is built but has not shipped in a published build yet — see the Features page for its current status.

Does MetaTrader 5 need to stay open?

Yes. The expert advisor runs inside your terminal, so it only manages trades while that terminal is running and Algo Trading is enabled. Traders who need it running continuously usually host MetaTrader on a VPS.

Before you get in touch

Having these to hand makes a licence or installation problem much faster to resolve.

  • The first four characters of your activation key — never the whole key.
  • Your MT5 account number and broker server name.
  • The expert advisor version, shown in the Experts tab when it starts.
  • The relevant lines from the Experts tab, which usually name the cause directly.

Never share your full activation key, your broker password or your investor password with anyone, including us. The first four characters are enough to identify a licence.